Service Desk Engineer

Role & responsibilities

Trained candidates should have Service Desk skills will be responsible for providing technical support, troubleshooting, and help desk support. The role will also involve working with information technology and resolving customer issues in a timely and efficient manner.

JD for PA level,

• Receives and handles calls for service, and follow agreed procedures to resolve tickets
• Promptly allocates calls as appropriate
• Logs incidents and service requests and maintains relevant records
• Managing incidents and requests through the service management tool
• Provide support for a wide range and constantly evolving applications, software & hardware
• Maintaining governance standards across all IT service management processes
• Liaise with management to communicate and understand issues and be able to effectively coordinate how to resolve an issue
• Identify repeat issues or service risks
• Take ownership of faults in a logical manner and throughout their entire lifecycle
• Exposure to ServiceDesk GenAI solutions is a big plus

Preferred candidate profile